Cytracom · 12 hours ago
Network Support Engineer
McKinney, TX
Full-time
Onsite
Mid LevelCytracom is a company that delivers infrastructure software designed for managed service providers and IT professionals. The Network Support Engineer role involves providing technical support for ControlOne and network-related issues, collaborating with internal teams and third-party vendors to ensure a reliable customer experience.
Cloud SecurityCyber SecurityIT InfrastructureNetwork SecuritySoftwareUnified Communications
Responsibilities
Lead troubleshooting through calls, screen shares, and tickets with clear, confident communication
Provide accurate, timely updates to customers regarding progress and next steps
Explain ControlOne concepts (Zero Trust, policy behavior, routing impact) in customer-friendly terms
Own each case through resolution and deliver clear root cause explanations once resolved
Troubleshoot and resolve ControlOne issues: identity, routing, edges, policies, and endpoint agents
Diagnose advanced network issues across LAN/WAN, firewalls, ISP connectivity, and VLANs
Assist with device provisioning, agent deployment, edge setup, and policy tuning
Conduct UC onboarding assessments with a focus on network readiness
Review logs, packets, and system behaviors to isolate problems
Escalate clean, well-documented cases to Tier 3/Eng when necessary
Contribute to internal knowledge sharing and product feedback loops
Manage tickets in Zendesk, prioritizing based on severity and customer impact
Multitask across outbound calls, queue calls, and tickets with strong time management
Work collaboratively with internal teams, customers, partners, ISPs, and third-party vendors
Participate in the on-call rotation
Maintain working knowledge of all Cytracom products and integrations
Qualification
Required
Lead troubleshooting through calls, screen shares, and tickets with clear, confident communication
Provide accurate, timely updates to customers regarding progress and next steps
Explain ControlOne concepts (Zero Trust, policy behavior, routing impact) in customer-friendly terms
Own each case through resolution and deliver clear root cause explanations once resolved
Troubleshoot and resolve ControlOne issues: identity, routing, edges, policies, and endpoint agents
Diagnose advanced network issues across LAN/WAN, firewalls, ISP connectivity, and VLANs
Assist with device provisioning, agent deployment, edge setup, and policy tuning
Conduct UC onboarding assessments with a focus on network readiness
Review logs, packets, and system behaviors to isolate problems
Escalate clean, well-documented cases to Tier 3/Eng when necessary
Contribute to internal knowledge sharing and product feedback loops
Manage tickets in Zendesk, prioritizing based on severity and customer impact
Multitask across outbound calls, queue calls, and tickets with strong time management
Work collaboratively with internal teams, customers, partners, ISPs, and third-party vendors
Participate in the on-call rotation
Maintain working knowledge of all Cytracom products and integrations
Empathy for the customer and the ability to tailor communication for the given audience
Working knowledge of Voipmonitor, Wireshark, and Zendesk
Technical aptitude
Strong networking knowledge
Firewall configuration and troubleshooting
De-escalation technique
Passion for technology and their work
Creative and analytical thinking
Problem-solving mindset
Ability to thrive under pressure
Self-managed
Self-disciplined
Team player
Detail-oriented
Inquisitive nature
Commitment to excellence
Benefits
Medical, dental, and vision insurance is available
401K
Disability and Life insurance
Paid vacations and holidays
Flexible PTO policy
Casual, laid-back work environment
Free refreshments
Standing desks
Company
Cytracom
Cytracom is a critical infrastructure platform unifying secure networking, cyber risk management, and cloud communications for MSPs.
Founded in 2008
51-200 employees
H1B Sponsorship
Cytracom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2020-02-26Acquired
Leadership Team
Zane Conkle
Chief Executive Officer
B
Ben Booth
Co-Founder & CFO
Recent News
2025-07-04
2025-06-21
2025-06-17
Company data provided by crunchbase